Customer Choice: A Preemptive Strategy to Buffer the Effects of Service Failure and Improve Customer Loyalty

Journal of Hospitality and Tourism Research

Volumn 28, Issue 1, 2004, Pages 3-20

  Cranage, David ^a   Sujan, Harish ^b  

^a PENNSYLVANIA STATE UNIVERSITY   (United States)

^b TULANE UNIVERSITY   (United States)

Author keywords

choice; foreseeability; loyalty; relevant information; service failure

Indexed keywords

EID: 24344461971     PISSN: 10963480     EISSN: 15577554     Source Type: Journal    
DOI: 10.1177/1096348003255438     Document Type: Article

References (54)

1. The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.Journal of Personality & Social Psychology. 1986;51 (6): 1173-1182.
2. The ecological validity of photographic slides and videotapes in simulating the service setting.Journal of Consumer Research. 1992;19 (2): 271-281.
3. Experimental and quasi-experimental designs for research. Chicago: Rand McNally; 1963:.
4. Investing in interactional justice: A study of the fair process effect within a hospitality failure context.Journal of Hospitality & Tourism Research. 2000;24 (4): 448-472.
5. Avoiding future regret in purchase-timing decisions.Journal of Consumer Research. 2001;27 (4): 447-459.
6. Who's to blame? Counterfactual reasoning and the assignment of blame.Psychology & Marketing. 1997;14 (3): 209-222.
7. Person-centered planning: Research, practice, and future directions. Baltimore, MD: Paul H. Brookes; 2002:.
8. Social cognition. 1984). Social cognition (2nd ed.). New York: McGraw-Hill.New York: McGraw-Hill; 1984:.
9. An empirical investigation of the impact of non-verbal communication on service evaluation.European Journal of Marketing. 2000;34 (3/4): 384-398.
10. What might have been: The social psychology of counterfactual thinking. Hillsdale, NJ: Lawrence Erlbaum; 1995:.
11. Role perceptions of service: A cross-cultural comparison with behavioral implications.Journal of Economic Psychology. 1989;10 (4): 543-559.
12. The psychology of interpersonal relations. New York: John Wiley; 1958:.
13. Exit, voice and loyalty, responses to decline in firms, organizations, and states. Cambridge, MA: Harvard University Press; 1970:.
14. Reliance on brand by young children.Journal of Market Research Society. 1995;37 (2): 185-194.
15. Person-centered planning: Research, practice, and future directions. Baltimore, MD: Paul H. Brookes; 2002:.
16. Heider's foreseeability level of responsibility attribution: Does it come after intentionality?.Child Development. 1989;60 (5): 1212-1217.
17. Conceptualization and measurement of consumer satisfaction and dissatisfaction. Cambridge, MA: Marketing Science Institute; 1977:455-488.
18. Human emotions. New York: Plenum; 1977:.
19. Recent developments in structural equestion modeling.Journal of Marketing Research. 1982;19 (4): 404-416.
20. What might have been: The social psychology of counterfactual thinking. Hillsdale, NJ: Lawrence Erlbaum; 1995:375-396.
21. Comparing reality to its alternatives.Psychological Review. 1986;93 (2): 136-153.
22. Judgment under uncertainty: Heuristics and biases. Cambridge, UK: Cambridge University Press; 1982:3-26.
23. Propensities and counterfactuals: The loser that almost won.Journal of Personality & Social Psychology. 1990;59 (6): 1101-1110.
24. Regret and elation following action and inaction: Affective responses to positive versus negative outcomes.Personality and Social Psychology Bulletin. 1987;13 (4): 524-536.
25. The illusion of control.Journal of Personality and Social Psychology. 1975;32 (2): 311-328.
26. The effects of choice and enhanced personal responsibility for the aged: A field experiment in an institutional setting.Journal of Personality and Social Psychology. 1976;34 (2): 191-198.
27. Heads I win, tails it's chance: The illusion of control as a function of the sequence of outcomes in a purely chance task.Journal of Personality and Social Psychology. 1975;32 (6): 951-955.
28. What consumers wish brand managers knew.Journal of Advertising Research. 1997;6 (6): 60-65.
29. Affective attachments to nested groups: A choice-process theory.American Sociological Review. 1992;57 (3): 327-339.
30. Effect of self-relevance of an event on hindsight bias:The foreseeability of a layoff.Journal of Applied Psychology. 1991;76 (4): 569-577.
31. An examination of factors affecting service recovery in a restaurant setting.Journal of Hospitality & Tourism Research. 1999;23 (3): 284-298.
32. The impact of relationship type on customer loyalty in a context of service failure.Journal of Service Marketing. 2001;4 (2): 91-102.
33. The final opportunity: The effectiveness of a customer relations call center in recovering hotel guests.Journal of Hospitality & Tourism Research. 2000;24 (4): 514-525.
34. The structure and determinants of consumer complaint intentions and behavior.Journal of Economic Psychology. 1993;14 (2): 219-247.
35. The effect of perceived justice and attributions regarding service failure and recovery on post-recovery customer satisfaction and service quality attitudes.Journal of Hospitality & Tourism Research. 2000;24 (4): 423-447.
36. Motive-outcome matching and outcome foreseeability:Effects on attribution of intentionality and moral judgments.Developmental Psychology. 1991;21 (2): 332-337.
37. Applied linear statistical models. 1990). Applied linear statistical models (3rd ed.). Boston, MA: Irwin.Boston, MA: Irwin; 1990:.
38. Person-centered planning: Research, practice, and future directions. Baltimore, MD: Paul H. Brookes; 2002:.
39. Customer delight: Foundations, findings and managerial insight.Journal of Retailing. 1997;73 (3): 311-336.
40. Person-centered planning: Research, practice, and future directions. Baltimore, MD: Paul H. Brookes; 2002:.
41. The influence of anticipating regret and responsibility on purchase decisions.Journal of Consumer Research. 1992;19:105-118.
42. Voice, exit and negative word of mouth behaviors: An investigation across three service categories.Journal of the Academy of Marketing Science. 1990;18 (1): 1-15.
43. An integrated model of customer satisfaction with service encounters involving failure and recovery.Journal of Marketing Research. 1999;36 (3): 356-372.
44. Measuring satisfaction with health care: A comparison of single with paired rating strategies.Social Science & Medicine. 1989;28 (1): 53-58.
45. Regret: A model of its antecedents and consequences in consumer decision making.Journal of Consumer Research. 2000;26 (4): 401-417.
46. Metacognition: Core readings. Needham Heights, MA: Allyn & Bacon; 1992:377-436.
47. The roles of price, performance and expectations in determining satisfaction in service exchanges.Journal of Marketing. 1998;62 (4): 46-61.
48. Judgments of responsibility: A foundation for a theory of social conduct. New York: Guilford; 1995:.
49. Product/consumption-based affective responses and post-purchase process.Journal of Marketing Research. 1987;24 (3): 258-270.
50. The dimensionality of consumption emotion patterns and consumer satisfaction.Journal of Consumer Research. 1991;18 (1): 84-91.
51. Human response to traumatic events: An integration of counterfactual thinking, hindsight bias, and attribution theory.Psychological Reports. 1993;72 (2): 483-494.
52. Reconsidering the relation between regret and responsibility.Organizational Behavior and Human Decision Processes. 1998;74 (3): 1-19.
53. The experience of regret and disappointment.Cognition and Emotion. 1998;12 (2): 221-230.
54. Emotional reactions to the outcomes of decisions: The role of counterfactual thought in the experience of regret and disappointment.Organizational Behavior and Human Decision Processes. 1998;75 (1): 1-25.